Introduction
Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play.
Charlotte Water is an enterprise department of the City of Charlotte and one of the largest public water and sewer service providers in the southeast with 300,000 customer accounts and over 1000 employees. Our service area includes the City of Charlotte, Mecklenburg County and the towns of Huntersville, Cornelius, Davidson, Mint Hill, Matthews and Pineville. Charlotte Water’s FY 23 budget is $535M and a five-year capital program of $2.5 billion. We enjoy the highest credit ratings from all three major credit rating agencies as a result of sound financial planning and management and strong support from our City Council. We value competent, skilled candidates with a customer service focus to work in a team environment.
Overview
The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.
Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.
Summary
This position provides exceptional customer service assistance to the public and agencies within Mecklenburg County such as 311, police departments and fire departments and other Charlotte Water Divisions. Work involves answering calls and questions from customers, operating a two-way radio and office equipment, initiating new service requests and assigning work, communicating with field employees, dispatching resources to investigate
and correct conditions in the field, and relaying complaints to the appropriate work group. This position also monitors lift station alarms, cameras and answers gate and door calls.
Major Duties and Responsibilities
• Receives and answers telephone calls requesting service, inquiries, and reports of emergencies from both internal and external customers.
• Answers gates and door buzzers; alerts needed personnel regarding alarms.
• Responds to concerns regarding water main breaks, leaks at properties, and other irregularities within the water distribution and collection systems, documents applicable information in appropriate system.
• Creates and assigns service orders in Service Suite, Banner, and CityWorks.
• Coordinates and distributes service order work in the work order management systems for the Senior Water Service Technicians and Rapid Response crews.
• Directs field staff to address high priority customers and water distribution and collection systems issues.
• Enters data into OnBase and ensures complete and accurate information is provided.
• Conducts research in Banner to provide additional information on water mains,
valves, fire hydrants, and water meters locations to assist in the repair or work of the operations.
• Assists staff with resolution of field issues that may hinder completion of service work and troubleshooting equipment concerns.
• Calls emergency on-call personnel to respond to after-hour call backs.
• Ensures compliance with applicable regulations, laws, policies, and standard operating procedures.
• Identifies improvement opportunities and communicates to supervisor.
• Monitors the SCADA alarm system for the Lift Station Manager and calls the afterhours on-call personnel when needed.
• Calls contracted vendors for street flushes and plumbing work.
• Calls 811 for emergency locates.
• Able to troubleshoot and ask key questions to interpret, analyze customers concerns or complaints.
• Supports Field Operations Dispatch as directed or as needed.
• Performs other related job duties as assigned.
Knowledge, Skills & Abilities
• Knowledge of Microsoft Office Suite, GIS, and mapping systems.
• Knowledge of work orders and billing database systems along with mobile applications.
• Skill in operating computers and technology.
• Skill in analysis and problem solving.
• Skill in customer service with the ability to identify customer concerns and to take action as needed to ensure a satisfactory resolution.
• Ability to follow directives and instructions.
• Ability to remain calm and listen during a stressful situation.
• Ability to work independently.
• Ability to work in a fast-paced environment.
• Ability to operate a two-way radio.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
PHYSICAL DEMANDS:
The work is sedentary work and requires exerting up to 10 pounds of force occasionally to move objects. Additionally, the following physical abilities are required: manual dexterity, grasping, distinguishing among sounds, mental acuity, reaching, repetitive motion, speaking, talking and visual acuity.
WORK ENVIRONMENT:
Work is performed in a work environment that may periodically have unpredicted requirements or demands. Requires a flexible work schedule and willingness to work overtime.
Minimum Qualifications
• Requires a high school diploma and one year of comparable experience, preferably a two-year degree, supplemented with the principles and practices of utility customer service, water distribution operations and work order management systems.
• Requires a flexible work schedule with the availability to work overtime.
Licenses, Certifications or Registrations:
• A customer service certificate is preferred.
Salary
$40,208.00 - $44,674.00 Commensurate with Experience
Conditions of Employment
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.
The City of Charlotte is an Equal Opportunity Employer.
How To Apply
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.
Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.
Benefits
The City of Charlotte provides a comprehensive benefits package to all employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.
In Conclusion
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